**Overview**
We are seeking an experienced Call Center Supervisor with a background in US healthcare operations to lead and manage a team of remote agents.
This role is responsible for driving performance, ensuring compliance, and maintaining high-quality patient interactions across scheduling, intake, insurance verification, and related functions.
**Key Responsibilities**
**Team Leadership & Performance Management**
- Supervise and manage a team of call center agents handling patient-facing and administrative tasks
- Monitor daily performance metrics (calls handled, wait times, conversion rates, QA scores, etc.)
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Enforce KPIs and ensure accountability across the team
- Manage schedules, attendance, and coverage to meet service level agreements (SLAs)
**Quality Assurance & Training**
- Review calls and interactions to ensure quality, professionalism, and compliance
- Provide real-time feedback and ongoing coaching to improve performance
- Assist in onboarding and training new hires on processes and systems
- Identify performance gaps and implement improvement plans
**Healthcare Operations Oversight**
- Oversee workflows related to:
- Patient scheduling
- Insurance verification
- Prior authorizations
- Intake coordination
- Follow-ups and patient communication
- Ensure all processes align with US healthcare standards and client expectations
**Compliance & Documentation**
- Ensure team adherence to HIPAA and data privacy regulations




- Maintain accurate reporting and documentation of team performance
- Escalate issues or risks proactively to leadership
**Client Communication**
- Act as a point of contact for client updates and performance reporting
- Provide insights, reporting, and recommendations to improve operations
- Ensure client KPIs and expectations are consistently met or exceeded
**Requirements**:
- 2-5+ years of experience as a Call Center Supervisor or Team Lead
- Direct experience in US healthcare (medical billing, intake, insurance verification, prior authorizations, etc.)
- Strong understanding of HIPAA compliance and patient data handling
- Experience managing remote teams (preferred)
- Excellent English communication skills (near-native fluency)
- Strong analytical mindset with experience tracking and improving KPIs
- Ability to handle high-pressure, fast-paced environments
**Preferred Qualifications**
- Experience working with EMR/EHR systems (e.g., Athenahealth, eClinicalWorks, Kareo, etc.)
- Background supporting clinics, physician groups, or healthcare service providers
- Experience in offshore or nearshore team management
**Success Metrics**
- SLA adherence (response time, call handling time, etc.)
- QA scores and compliance rates
- Team productivity and utilization
- Patient/customer satisfaction
- Reduction in errors and escalations
**Position Details**
- Full-time, remote
- Must be available during US business hours
- Competitive salary based on experience
Pay: $25,****** - $30,****** per month
Work Location: Remote

📌 Call Center Supervisor (Healthcare Experince Required) (Xico)
🏢 Remote Hive
📍 Xico